On August 1, WashU IT successfully implemented a new phone system that enhances the customer experience for both the Network Operations Command Center (314-935-7048) and the Service Desk (314-933-3333).
For the Network Operations Command Center, callers now encounter new call selection options with the added ability to speak their selections.:
1 – Major Incident
2 – Server Related
3 – Network Related
4 – Other
Additionally, if agents are unavailable, callers can now hold their place in the queue and receive a callback when an agent is available.
Similarly, the Service Desk now offers the same queue call-back functionality for after-hours support to all university students, faculty, and staff, improving customer service during after-hours (Monday through Friday between 5:30 pm and 7:00 am CT) and on weekends.
This initiative aligns with delivering the ideal WashU IT Customer Experience defined in the Customer Experience Plan: “(…) to make our customers feel confident, valued, and uniquely understood by providing IT services and support that are transparent, seamless, and accessible.”